Terms of Sale

These Terms of Sale apply when you use the Scale Model Shop website or purchase products from us, including orders placed through our website or by telephone.

Please read them carefully before placing an order. Nothing in these terms affects your statutory consumer rights.

About us

This website is operated by Scale Model Shop Ltd.

Company name: Scale Model Shop Ltd
Company number: 08261696
Registered in: England and Wales

Registered office and collection address:
White Rose Mill
Holmfield
Halifax
HX3 6SN
United Kingdom

Email: info@scalemodelshop.co.uk

In these terms, “Scale Model Shop”, “we”, “us” and “our” refer to Scale Model Shop Ltd.

Using our website

You may use our website only for lawful purposes.

You must not:

• Interfere with the operation or security of the website

• Attempt to gain unauthorised access to the website or its systems

• Introduce viruses, malicious code or other harmful material

• Use the website in a way that infringes another person’s rights

• Copy or commercially exploit website content without permission

You must be at least 18 years old to place an order.

We may temporarily suspend or restrict access to the website when reasonably necessary for maintenance, security or operational reasons.

Product information

We take reasonable care to ensure that product names, descriptions, photographs, prices and availability are accurate.

However:

• Manufacturers may change product packaging or specifications

• Colours may appear differently depending on your screen

• Product images may be illustrative and may not show exact scale

• Minor manufacturing variations may occur

• Manufacturer-supplied release dates may change

• Products may become unavailable without notice

Any material difference affecting a product’s intended use will be explained where reasonably possible.

Unless specifically stated otherwise, model kits are supplied unassembled and unpainted. Tools, paints, glue, display bases and accessories shown in promotional images are not included unless listed in the product description.

Paint colours and finishes

Paint swatches, photographs and digital colour representations are provided for guidance.

The finished appearance may vary because of:

• Screen and display settings

• Lighting conditions

• Primer and surface colour

• Surface preparation

• Thinning ratios

• Application method

• Number and thickness of coats

• Varnishes, washes and weathering products

• The material being painted

We cannot guarantee that a paint will exactly match a particular photograph, historical reference, prototype or finish.

This does not affect your rights if a product is faulty, incorrectly labelled or materially different from its description.

Always test paints, thinners and finishing products on a small, inconspicuous area before wider use.

Prices and VAT

Prices are displayed in pounds sterling.

All prices include VAT where applicable. Delivery charges are shown separately during checkout before you confirm your order.

We take reasonable care to ensure that prices are accurate. If we discover an obvious pricing error before dispatch, we will contact you and give you the choice of:

• Purchasing the product at the correct price; or

• Cancelling the affected product for a full refund

We will not change the price of an accepted order unless you agree to the change.

Placing an order

When you submit an order, you are offering to purchase the products in accordance with these terms.

You will receive an order acknowledgement by email. This confirms that we have received your order but does not necessarily mean that it has been accepted.

A contract is formed when we:

• Send confirmation that the order has been dispatched; or

• Confirm that a local collection order is ready to collect

We may decline or cancel an order before acceptance for a legitimate reason, including:

• A product being unavailable

• Payment not being authorised

• An obvious pricing or product-information error

• Suspected fraud or unlawful activity

• A delivery restriction affecting the order

• An applicable purchase limit being exceeded

If we cancel an order after payment has been taken, we will refund the affected amount.

Payment

Payment must be received in full before an order is dispatched or released for collection.

Available payment methods are displayed during checkout. Payments may be handled by third-party payment providers, which may apply their own terms and privacy policies.

You confirm that you are authorised to use the payment method supplied with your order.

Local collection

Orders may be placed online for collection from:

Scale Model Shop
White Rose Mill
Holmfield
Halifax
HX3 6SN

Our usual collection hours are:

Monday to Friday, 9am–4pm, excluding public and bank holidays.

Most in-stock orders are prepared quickly and may be ready within approximately 15 minutes during working hours. This is an estimate rather than a guarantee.

Please wait until you receive confirmation that your order is ready before travelling to collect it.

You may be asked to provide:

• Your order number or collection confirmation

• The name used for the order

• Suitable identification

• Confirmation from the purchaser if somebody else is collecting

Orders placed outside collection hours will normally be prepared on the next working day.

Dispatch and delivery

We aim to dispatch eligible in-stock orders received before 12pm on the same working day.

Orders received after the cut-off, during weekends or on public holidays will normally be processed on the next working day.

Same-day dispatch is an aim and may not always be possible during busy periods or when additional checks are required.

Our usual delivery services include:

Service	Estimated delivery time after dispatch
Royal Mail Tracked 24	Usually 1–2 working days
Royal Mail Tracked 48 or Tracked 48 LQ	Usually 2–3 working days
APC	Usually the next working day

These delivery times are estimates unless a specifically guaranteed service is stated during checkout.

APC’s usual cut-off for same-day carrier collection is 12pm, but completing checkout before 12pm does not guarantee same-day dispatch.

Full delivery terms, postcode restrictions and free-delivery conditions are provided on our Delivery page.

Safe-place and neighbour deliveries

Royal Mail or APC may offer delivery to:

• A nominated safe place

• A preferred neighbour

• A collection point

• Another location selected through the carrier’s delivery service

Available options can normally be managed through the tracking email or text message sent by the carrier.

If you do not want delivery to a neighbour, select an alternative option through the carrier’s notification or tell us when placing your order. We may be unable to change the instruction after dispatch.

When you nominate a safe place, neighbour or alternative delivery location, the order may be treated as delivered when it is left at that nominated location.

We remain responsible for the goods until they are delivered to you or to another person or location you have nominated.

Incorrect addresses and unsuccessful deliveries

You are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We will try to correct it, but changes cannot be guaranteed after warehouse processing or dispatch has begun.

If a parcel is returned because:

• The address supplied was incorrect or incomplete

• Delivery was refused

• The parcel was not collected

• The recipient did not respond to delivery notifications

• Delivery repeatedly failed for reasons within the recipient’s control

we will contact you to discuss redelivery or cancellation.

We may ask you to pay reasonable redelivery or carrier return costs where the failed delivery resulted from information or instructions supplied by you.

Where the failed delivery was caused by us or the carrier, we will arrange redelivery without additional charge or provide an appropriate refund.

Missing, delayed or damaged parcels

Please contact us as soon as reasonably possible if:

• Tracking shows a parcel as delivered but it cannot be found

• A parcel arrives damaged or appears to have been tampered with

• Tracking has stopped updating

• Delivery is significantly overdue

• You believe the parcel has been lost or misdelivered

We ask that visible damage and delivered-but-not-received parcels are reported within 48 hours where reasonably possible. This helps us begin a carrier investigation promptly but does not remove or reduce your statutory rights.

We may ask for:

• Your order number

• Photographs of the parcel, contents and delivery label

• Confirmation that you have checked with household members and neighbours

• Completion of a carrier declaration

Courier investigations can take time. We will not make you wait longer than is reasonable to receive a remedy to which you are legally entitled.

Tracking or a delivery scan will be considered as evidence when investigating a delivery, but it will not automatically remove your rights if the parcel was not correctly delivered.

Delivery delays

Delivery estimates are not guarantees unless the service is expressly described as guaranteed.

We are responsible for arranging delivery and will help resolve problems with the carrier.

We will not be responsible for a delay caused by circumstances outside our reasonable control, provided that we:

• Take reasonable steps to minimise the delay

• Keep you informed where appropriate

• Provide any cancellation or refund rights required by law

Unless a different period has been agreed, we will deliver an order within 30 days.

If delivery by an agreed date was essential, or a substantial delay occurs, you may be entitled to cancel the affected order and receive a refund.

Free delivery

Free delivery is available only on qualifying orders placed and completed through our website and sent to eligible UK mainland addresses.

Orders placed by telephone may not be eligible for free delivery. Any applicable delivery charge will be confirmed when the telephone order is placed.

The qualifying order value, excluded products, postcode restrictions, available service and expected delivery time are displayed on our Delivery page and, for website orders, at checkout.

Oversized, heavy, flammable, hazardous or carrier-restricted products may be excluded from free delivery.

Pre-orders

A pre-order allows you to reserve a product before it is available for dispatch.

Release dates are supplied by manufacturers or distributors and may change. Dates shown on our website are estimates unless expressly stated otherwise.

If an order contains both in-stock and pre-order products, we will normally hold the entire order and dispatch everything together after the pre-order products arrive.

If you would like available products dispatched separately, contact us. An additional delivery charge may apply.

You may cancel an unshipped pre-order and receive a refund unless the product was genuinely personalised or made to your specification.

If the payment provider can no longer refund the original payment method because of the time elapsed, we will arrange another reasonable refund method. You will not be required to accept store credit instead of a refund to which you are legally entitled.

If a release is substantially delayed or cancelled, we will contact you with the available options.

Flammable and restricted goods

Some paints, thinners, solvents, aerosols, adhesives and other products are classified as flammable, hazardous or restricted for transport.

These products may:

• Be unavailable through particular delivery services

• Require APC or Royal Mail LQ delivery

• Be restricted to eligible UK mainland addresses

• Be excluded from free delivery

• Be unavailable for delivery to Northern Ireland, offshore islands or certain remote destinations

The delivery options available for your order will be displayed at checkout.

You must comply with all storage, handling and disposal instructions supplied with restricted products.

Change-of-mind cancellations and returns

For most products purchased online, you may cancel your order within 14 calendar days of receiving it without giving a reason.

After notifying us that you wish to cancel, you have a further 14 days to return the goods.

To start a return, please complete our online return request form:

Start a return

Returned products should be:

• Unused and in their original condition

• Securely packaged to prevent damage

• Returned with their original packaging where reasonably possible

• Complete with all parts, accessories, instructions, decals, sprues and inserts

• Accompanied by your order number or other proof of purchase

You may inspect a product in the same way that you would in a shop. We may make a reasonable deduction from your refund if handling beyond what is necessary to inspect the product has reduced its value.

Products excluded from change-of-mind returns

Unless faulty, damaged, misdescribed or incorrectly supplied, change-of-mind returns may not be available for:

• Custom-made or personalised products

• Products modified or prepared specifically to your instructions

• Opened paints, glues, solvents, aerosols, fillers, varnishes, resins or other chemical products where a statutory cancellation exception applies

• Sealed products that cannot safely be resold after their safety seal has been broken

• Digital content after downloading or access has begun, where you expressly agreed to immediate supply and acknowledged the loss of your cancellation right

A product obtained through a special order is not automatically excluded from return merely because we ordered it from a supplier. The exclusion applies only where the product was genuinely personalised, modified or made to your specification, or where another legal exception applies.

Items that have been assembled, painted, modified or used may have suffered a reduction in value. This may affect the refund available for a change-of-mind return.

These exclusions do not affect your rights when goods are faulty, damaged, misdescribed or otherwise fail to meet your statutory rights.

Faulty, damaged or misdescribed goods

Products must be of satisfactory quality, fit for their intended purpose and match their description.

If a product is faulty, damaged, incomplete, incorrectly supplied or not as described, please complete our return request form as soon as reasonably possible:

Report a problem

Please provide:

• Your order number

• A clear description of the problem

• Photographs of the product and packaging where relevant

• Details of any missing or damaged components

We ask that visible delivery damage is reported within 48 hours where reasonably possible. Prompt reporting helps us investigate the matter with the carrier, but it does not remove or reduce your statutory rights.

Depending on the circumstances and the time since purchase, you may be entitled to a refund, repair, replacement, price reduction or another remedy under the Consumer Rights Act 2015.

Where goods are confirmed as faulty, damaged, misdescribed or incorrectly supplied, we will cover reasonable return costs or provide an appropriate return method.

Model kits and missing components

Before beginning assembly, please inspect the kit to make sure that all expected sprues, parts, decals and instructions are present and undamaged.

If a component is missing or damaged, do not begin assembly. Submit a request through our RMA form and include photographs of:

• The complete kit contents

• The affected sprue or component

• The product box and identifying information

Where appropriate, we may arrange a replacement component through the manufacturer or distributor. This does not affect any remedy available under your statutory rights.

How to return a product

Please do not send anything back until your return request has been reviewed and return instructions have been issued.

To return a product:

1. Complete the Return Request Form.

2. Wait for confirmation and return instructions.

3. Include your order number or return reference inside the parcel.

4. Package the product securely to prevent damage.

5. Use the return method specified in our instructions.

6. Keep your proof of postage until the return has been completed.

Sending a return without following the return instructions may delay its identification and processing. It does not remove any statutory rights you may have.

Return postage

For a change-of-mind return, you are normally responsible for the cost of returning the goods.

For faulty, damaged, misdescribed or incorrectly supplied goods, we will cover reasonable return costs once the issue has been confirmed or provide an appropriate return method.

Unless we provide a prepaid service, we recommend using tracked delivery and retaining proof of postage. Please do not purchase an unusually expensive return service without agreeing the cost with us first.

For change-of-mind returns, the goods remain your responsibility until they reach us.

Refunds

After receiving and inspecting your return, we will notify you when the refund has been approved or explain any issue affecting it.

Approved refunds will be made to the original payment method.

For an eligible cancellation, the refund will include:

• The price paid for the returned products

• The cost of our least expensive standard delivery service, where required by law

Additional amounts paid for express, timed or upgraded delivery are not refundable unless the goods were faulty, damaged, misdescribed or incorrectly supplied.

We will process the refund without undue delay and no later than 14 days after:

• We receive the returned goods; or

• You provide satisfactory evidence that the goods have been returned, where this occurs first

We may withhold a change-of-mind refund until the goods have been received or satisfactory evidence of return has been supplied.

Your bank, card issuer or payment provider may take additional time to display the refund in your account.

Reduced refunds

For change-of-mind returns, we may make a reasonable deduction if the product’s value has been reduced by handling beyond what would be permitted when examining it in a shop.

A deduction may apply when:

• A product has been used, assembled, painted or modified

• Parts, decals, sprues, accessories or instructions are missing

• The product or packaging has been unnecessarily damaged

• The item has been handled beyond what was necessary to establish its nature, characteristics and operation

We will not make a deduction simply because the outer packaging was opened where opening it was reasonably necessary to inspect the product.

Any deduction will reflect the actual reduction in value and will be explained to you.

Exchanges

If you would prefer an exchange, please submit a request through our RMA system:

Request an exchange

Exchanges are subject to product availability. We will normally dispatch the replacement after receiving and inspecting the returned product.

If the requested replacement is unavailable, we will offer an appropriate alternative or issue a refund.

Any difference in price or delivery cost will be explained before the exchange is completed.

Sale and clearance products

Sale and clearance products have the same statutory rights as full-price products.

A product described as “final sale” may still be returned when faulty, damaged, misdescribed or otherwise covered by your statutory rights.

Change-of-mind rights will also continue to apply unless a specific legal exception applies.

Product warranty

Where a product is supplied with a manufacturer’s warranty, details of its duration and coverage will normally be included with the product or stated in its description.

Any voluntary warranty is provided in addition to your statutory consumer rights and does not replace or reduce them.

A warranty may not cover:

• Normal wear and tear

• Accidental damage

• Misuse or neglect

• Incorrect storage

• Unauthorised modification

• Use contrary to the manufacturer’s instructions

Where a manufacturing defect is confirmed, we will provide the remedy required by law. Depending on the circumstances, this may be a repair, replacement, refund or price reduction.

We will not restrict a legally required refund to store credit.

Gifts

Refunds are normally returned to the payment method used by the original purchaser.

If a product was purchased as a gift and sent directly to the recipient, please contact us before returning it. Where appropriate, we may offer an exchange or account credit, but we cannot normally refund a different person or payment method without the purchaser’s agreement.

This does not affect the purchaser’s statutory rights.

Cancelling before dispatch

If you want to cancel or change an order before dispatch, please contact us as soon as possible.

We will try to stop the order, but this cannot be guaranteed once warehouse processing has begun. If it has already been dispatched, eligible products can be returned under these terms after delivery.

Late or missing refunds

If we have confirmed that a refund has been processed but it is not showing:

1. Check the original bank, card or payment account.

2. Allow for your payment provider’s processing time.

3. Contact your bank or card provider.

4. Email info@scalemodelshop.co.uk if the refund remains missing.

Please include your order number and return reference.

Model cancellation form

You may use the following wording to cancel an eligible order, although you do not have to use this exact form:

To: Scale Model Shop Ltd, White Rose Mill, Holmfield, Halifax, HX3 6SN

I give notice that I wish to cancel my contract for the sale of the following goods:

Products:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:

You can submit this information through our RMA form or email it to info@scalemodelshop.co.uk.

Gift vouchers

Scale Model Shop gift vouchers:

• Are delivered electronically with a redeemable code

• Are valid for 365 days from purchase and expire at the end of the 365th day

• Can be used as part payment

• Retain any unused balance until the expiry date

• May be stored in the My Account area by registered customers

The validity period and expiry date will be made clear before purchase.

Gift vouchers:

• Cannot normally be exchanged for cash

• Cannot be replaced if used without authorisation because the code was shared or stored insecurely

• Must not be resold or used for unlawful purposes

This does not affect your rights if a gift voucher was incorrectly supplied, failed to work or was otherwise faulty.

Order communications and review requests

We use the contact details provided with your order to send transactional messages, including:

• Order acknowledgement

• Payment or order queries

• Collection confirmation

• Dispatch and tracking information

• Delivery updates

• Messages needed to complete or resolve the order

We may also invite you to provide optional feedback through Reviews.io or another review service.

Review invitations are optional. Where an unsubscribe option is provided, you may use it to stop further review requests.

Marketing emails are sent only where permitted by applicable law. You can unsubscribe using the link provided in a marketing message.

Personal information is handled in accordance with our Privacy Policy.

Safety and product use

Always follow the manufacturer’s instructions, warnings and safety data.

This is particularly important when using:

• Paints and varnishes

• Glues and adhesives

• Solvents and thinners

• Aerosols

• Resins and hardeners

• Cutting tools

• Electrical products

• Airbrushing equipment

Use suitable protective equipment and ventilation where instructed. Keep hazardous products away from children, pets, food and drink.

Information on our website is general guidance and does not replace the product instructions, safety data sheet or appropriate professional advice.

Intellectual property

Website text, photographs, graphics, branding, designs and other content are owned by or licensed to Scale Model Shop Ltd or their respective rights holders.

You may view and print website content for personal, non-commercial use.

You must not reproduce, modify, distribute, publish or commercially exploit website content without prior written permission from the relevant rights holder.

Manufacturer and product names may be trade marks belonging to their respective owners.

Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that:

• Were not reasonably foreseeable when the contract was formed

• Result from misuse or failure to follow product instructions

• Result from inaccurate information supplied by you

• Relate to business use, including lost profit, revenue or business opportunity, where you purchased as a consumer

We do not exclude or restrict responsibility where doing so would be unlawful. This includes responsibility for:

• Death or personal injury caused by our negligence

• Fraud or fraudulent misrepresentation

• Faulty or misdescribed goods

• Breach of your statutory consumer rights

• Any other liability that cannot legally be excluded

Complaints

We aim to deal with complaints fairly and promptly.

Please email info@scalemodelshop.co.uk and include:

• Your name

• Your order number, where applicable

• A clear description of the complaint

• The outcome you are seeking

We aim to acknowledge complaints within five working days and will keep you informed while we investigate.

Changes to these terms

We may update these Terms of Sale when our services, policies or legal obligations change.

The latest version will be published on this page with its effective date.

A change will not normally affect an order that has already been accepted unless the change is required by law or you agree to it.

If part of these terms is invalid

If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply.

A delay in enforcing a right does not mean that the right has been waived.

Governing law and disputes

These Terms of Sale are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in your local courts under applicable consumer law.

Please contact us first if you have a complaint so that we have an opportunity to resolve it directly.

Contact us

Questions about these Terms of Sale can be sent to:

Email: info@scalemodelshop.co.uk

Scale Model Shop Ltd
White Rose Mill
Holmfield
Halifax
HX3 6SN
United Kingdom

Scale Model Shop Ltd is registered in England and Wales under company number 08261696.